Understanding Customer Needs Flashcards
1
Q
In general, affinity group travelers attending a family event will be most concerned with which of the following?
A
Economical Transportation
2
Q
Affinity group travel includes travel for people with similar hobbies or lifestyles. True or False?
A
True
3
Q
Travel competes with other luxury items, such as high-end audio and video systems, for discretionary spending. True or False?
A
True
4
Q
People who are primarily worried about keeping a roof over their heads will be equally concerned with what others think of them. True or False?
A
False
5
Q
Which of the following questions is not necessary to satisfy your customer’s travel needs?
- Who is traveling?
- When are the dates of travel?
- Why are you traveling?
- What is your annual income?
A
What is your annual income?
6
Q
Which type of traveler is most likely to seek out unique, novel, and adventurous travel experiences? -Near allocentric -Allocentric -Psychocentric -Near psychocentric
A
Allocentric
7
Q
Travel is sometimes awarded by companies as an incentive to achieve company goals. True or False?
A
True
8
Q
Which of the following is considered a psychographic characteristic?
- Age
- Income
- Travel preferences
- Marital status
A
Travel preferences
9
Q
Psychocentric travelers are the first to travel to a new destination. True or False?
A
False
10
Q
In general, business travelers will be least concerned with which of the following?
- Access to business services
- Convenient flight schedules
- Accurate reservations
- Economical accommodations
A
Economical Accommodations
11
Q
Travel that travelers choose to do because they want to travel.
A
Discretionary travel
12
Q
Travel that is not necessarily the traveler’s choice
A
Nondiscretionary travel
13
Q
Travel taken because the nature of the work requires people to travel.
A
Business or corporate travel
14
Q
Identify who has the need:
Developing convenient financial arrangements.
A
A company with business travelers
15
Q
Identify who has the need:
Setting up and implementing travel policies and procedures.
A
A company with business travelers
16
Q
Identify who has the need:
Using data on travel patterns to identify future cost-saving strategies.
A
A company with business travelers
17
Q
Identify who has the need:
Developing a system for handling reservations (by phone, e-mail, online, automatically, and so on).
A
A company with business travelers
18
Q
Identify who has the need:
Making reservations in the simplest and most efficient manner.
A
A company travel arranger
19
Q
Identify who has the need:
A travel agent who is organized and responsive
A
A company travel arranger
20
Q
Identify who has the need:
Travel agents who are experienced and knowledgeable about fares, about travel between airports and city centers, about hotels with business centers and other business-related amenities.
A
A company travel arranger
21
Q
Identify who has the need:
The type of itinerary and travel documentation provided.
A
A business traveler
22
Q
Identify who has the need:
The accuracy of reservations.
A
A business traveler
23
Q
Identify who has the need:
Support if problems arise.
A
A business traveler
24
Q
Identify who has the need:
Access to online reservation systems.
A
A business traveler
25
Group travel that is in some way related to a job or profession.
Meeting travel
26
Identify who has the need:
| On-time arrivals to stick to a schedule with no wasted time.
Meeting travelers
27
Travel that has been awarded to an individual as a reward for job performance.
Incentive or Award travel
28
Travel that is tailored to groups of people with shared interests, activities, and goals or who are connected through hobbies, lifestyle, religion, or family.
Affinity group travel
29
Travel purchased by groups or individuals for pleasure.
Leisure travel
30
Travel offered to travel agents and others in the travel industry to familiarize them with the travel destination or travel product.
Familiarization or fam travel
31
Doctor attending an international medical conference
Meeting travel
32
Sales person attending a mandatory training sessions
Business travel
33
Salesperson taking a Caribbean vacation with family as a reward for outstanding performance
Incentive or Award travel
34
Mother taking children to visit grandparents
Leisure travel
35
Travel consultant visiting destination to earn specialist designation
Familiarization travel
36
The measurable characteristics of a population such as age, income, sex, family size, marital status, etc
Demographics
37
People's values, beliefs, and lifestyle characteristics.
Psychographics
38
Maslow's hierarchy of needs
- Physiological needs
- Safety needs
- Belongingness needs
- Esteem needs
- Self-actualization needs
39
Physiological needs
The most fundamental needs on Maslow's hierarchy and includes food, water, sleep, etc. These are physical needs that need to be met first.
40
Safety needs
Once physiological needs are met, security becomes the next important need in Maslow's hierarchy - secure income and a danger-free environment
41
Belongingness needs
The need for love and affection, once physiological and safety needs are met, then the need for belongingness becomes the motivator in Maslow's hierarchy
42
Esteem needs
The need for self-respect and the respect of others becomes the motivator after physiological, safety and belongingness needs are met in Maslow's hierarchy
43
Self-actualization needs
The need or desire to become all that one is capable of is the final motivator in Maslow's hierarchy, once physiological, safety, belongingness, and esteem need are met.
44
Which of Maslow's needs is most important for the travel advisor?
Self-actualization is the most relevant because it describes the need for personal growth
45
Plog's Theory
Travelers can be classified as allocentric, near-allocentric, psychocentric, or near-psychocentric.
46
People who seek out unique and novel experiences in their travel, preferring action, adventure, and excitement
Allocentrics or Venturers
47
People who center their lives on the small, everyday problems of themselves or their families.
Psycocentrics or Authentics
48
People who are inhibited, choose familiarity and comfort, and prefer consistent and reliable travel destinations
Psycocentrics or Authentics
49
What are mid-centrics?
Mid-centrics who exhibit a blend of characteristics from near-authentics are called centric-authentics, and those who are more like the near-venturers are called centric-venturers.
50
Who takes trips to Japan
Near-Allocentric/Near-Venturers
51
Who takes trips to Africa
Allocentric/Venturers
52
Who takes trips to the Middle East
Allocentric/Venturers
53
Who takes trips to Southeast Asia
Allocentric/Venturers
54
Who takes trips to India
Allocentric/Venturers
55
Who takes trips to remote Pacific islands
Allocentric/Venturers
56
Who takes trips to Latin America
Allocentric/Venturers
57
Who takes trips to Russia
Allocentric/Venturers
58
Who takes trips to China
Allocentric/Venturers
59
Who takes trips to Antarctica
Allocentric/Venturers
60
Who takes trips to Eastern Europe
Allocentric/Venturers
61
Who takes trips to Argentina
Near-Allocentric/Near-Venturers
62
Who takes trips to Uruguay
Near-Allocentric/Near-Venturers
63
Who takes trips to Chile
Near-Allocentric/Near-Venturers
64
Who takes trips to interior Mexico
Near-Allocentric/Near-Venturers
65
Who takes trips to Mediterranean countries
Near-Allocentric/Near-Venturers
66
Who takes trips to southern Europe
Near-Allocentric/Near-Venturers
67
Who takes trips to Scandinavia
Near-Allocentric/Near-Venturers
68
Who takes trips to Panama
Near-Allocentric/Near-Venturers
69
Who takes trips to Belize
Near-Allocentric/Near-Venturers
70
Who takes trips to Costa Rica
Near-Allocentric/Near-Venturers
71
Who takes trips to Western Europe small towns
Mid-Centric/Centric Venturers & Centric Authentics
72
Who takes trips to United Kingdom
Mid-Centric/Centric Venturers & Centric Authentics
73
Who takes trips to Brazil
Mid-Centric/Centric Venturers & Centric Authentics
74
Who takes trips to Caribbean islands
Mid-Centric/Centric Venturers & Centric Authentics
75
Who takes trips to French Polynesia
Mid-Centric/Centric Venturers & Centric Authentics
76
Who takes trips to Israel
Mid-Centric/Centric Venturers & Centric Authentics
77
Who takes trips to Parts of Canada
Mid-Centric/Centric Venturers & Centric Authentics
78
Who takes trips to South Korea
Mid-Centric/Centric Venturers & Centric Authentics
79
Who takes trips to sun-belt states
Near-Psychocentric/Near-authentics
80
Who takes trips to Mid-western states
Near-Psychocentric/Near-authentics
81
Who takes trips to Honolulu Hawaii
Near-Psychocentric/Near-authentics
82
Who takes trips to Bahamas
Near-Psychocentric/Near-authentics
83
Who takes trips to Bermuda
Near-Psychocentric/Near-authentics
84
Who takes trips to Western Europe Capitals
Near-Psychocentric/Near-authentics
85
Who takes trips to Australia
Near-Psychocentric/Near-authentics
86
Who takes trips to Resorts
Psychocentric/Authentics
87
Who takes trips to Theme parks
Psychocentric/Authentics
88
Who takes trips to Las Vegas
Psychocentric/Authentics
89
Who takes trips to Florida
Psychocentric/Authentics
90
Who takes trips to Ontario Canada
Psychocentric/Authentics
91
Who takes trips to Branson Mo
Psychocentric/Authentics
92
Who takes trips to Paris France
Psychocentric/Authentics
93
Who takes trips to London
Psychocentric/Authentics
94
Who takes trips to Jerusalem
Psychocentric/Authentics
95
Who questions
Who is traveling?
How many people are traveling?
Are they adults or children?
What are the passengers’ names?
96
When questions
When are the dates of travel?
What are the departure and return dates?
Is everyone traveling together?
How quickly must you act?
Are they going immediately or at a peak travel time?
What time of year does the customer prefer to travel?
Are the dates flexible?
97
Where questions
Where is the destination?
Where has the customer traveled before?
What kind of place does the client think would be the perfect setting for this trip?
98
Why questions
Why is the customer traveling?
| Is it for business or leisure, or a combination?
99
What questions
What type of accommodations and services does the customer need or prefer?
What have been the customer’s best and worst trips/experiences? Why?
What activities or special interests does the customer have in mind?
Does the customer want those activities to be active, restful, or a mixture of both?
What would the perfect trip be like?
100
Vacation experience questions
“What was your best or worst vacation? Why?”
“What do you like to do on vacation?”
“How would you describe your perfect trip?”
“What are you looking for in this vacation?”
“How do you envision this trip?”
101
What is benefit selling?
Benefit selling focuses on how the characteristics or features of the product will have a positive value for the client.
102
What's the benefit of this feature:
| Small and independent
Personalized service, unique design, intimate atmosphere
103
What's the benefit of this feature:
| Remote location
Peaceful and refreshing setting, atmosphere encourages camaraderie, hustle and bustle of the everyday world feels far away
104
What's the benefit of this feature:
| All meals included
No need to hunt for local restaurants, complete selection of menu items for all sorts of appetites
105
What's the benefit of this feature:
| Day and nighttime activities
Variety of recreational opportunities to appeal to a diverse group; participants can be as active or inactive as they choose
106
What's the benefit of this feature:
| Located an hour a way
Self-contained, no need to waste time traveling into town for necessities, can engage with locals and sample local crafts and foods
107
What's the benefit of this feature:
| Not part of a chain
Out of the ordinary, not cookie-cutter, unexpected, different
108
What's the benefit of this feature:
| Limited guest list
Fewer distractions, group members can focus on each other
109
What's the benefit of this feature:
| Smaller scale
Not overwhelming or overly distracting
110
What's the benefit of this feature:
| Small footprint of facility
Buildings are close, productivity time increases, can walk everywhere, meals can be enjoyed together
111
Characteristics:
```
Prefer non-touristy areas
Exploring/searching
Insatiable desire to be active on trips
Enjoy learning about what is new and exciting at their destinations
On the creative, cutting edge
Value spontaneity
```
High Energy Allocentrics
112
Characteristics:
```
Prefer familiar atmosphere
Enjoy crowds
Highly focused interests
Pursue interests with a passion
Enjoy recreational vehicles, which allow them to bring the familiar with them when they travel
```
High Energy Psychocentrics
113
Characteristics:
Travel at more leisurely pace than High-Energy Allocentrics
More intellectual travel than High-Energy Allocentrics
Prefer cultural travel, historic places
Enjoy solitude, peace and quiet, really getting away from it all
Low Energy Allocentrics
114
Characteristics:
```
Have few outside interests
Territory bound
Enjoy sitting at home on weekends
Watch lots of television
Enjoy watching baseball, golf, pro wrestling
Value security and stability
Like well-established, brand-name products
Prefer familiar, family-oriented travel
```
Low Energy Psychocentric
115
Destinations:
```
Papua New Guinea
Indonesia
Zimbabwe
Peru
Central and Eastern Europe
Botswana
Myanmar
Tibet
```
High Energy Allocentrics
116
Destinations:
```
Large cities in the U.S.
Canada, except Quebec
U.S. National Parks
Hawaii’s outer islands
Caribbean resorts
Western Europe
Great Britain
```
High Energy Psychocentrics
117
Destinations:
```
Central, Eastern, Southern Europe
Mediterranean islands
Israel
Quebec
Japan
Scandinavia
Russia
China
```
Low Energy Allocentrics
118
Destinations:
```
Escorted group tours or cruises
Atlantic City
Florida beaches
Oahu
Disney World or other theme parks
```
Low Energy Psychocentric
119
A category of travel that consists of a group of people who share a common hobby, interest, or activity, or who are united through regular participation in shared outings. Often it is treated as a subcategory of leisure travel.
Affinity group travel
120
A person whose life is centered on varied interests (the Latin root “allo” means “varied in form”). Allocentrics are outgoing, confident, and curious. Also sometimes called a venturer.
Allocentric
121
A category of travel that consists of travel services provided to a business for an employee who is traveling to conduct the business of the firm.
Business Travel
122
The science of understanding why people make buying decisions.
Buyer Psychology
123
A method of classification or grouping people with similar characteristics together. Demographic measurements include age, sex, income, and employment.
Demographics
124
Travel that is undertaken because the traveler chooses to do so.
Discretionary travel
125
Travel that is undertaken by travel counselors to learn about a destination or travel product.
Familiarization trips
126
Travel offered by companies in order to reward employees for their accomplishments.
Incentive travel
127
Travel bought by individuals or groups for pleasure.
Leisure Travel
128
Travel that is undertaken to attend an organized event or meeting.
Meeting Travel
129
A person who travels in order to break from the routine, and to strike a healthy balance between work and play.
Mid-centric
130
Travel in which the traveler has no choice about dates or destination.
Non-discretionary Travel
131
A person whose thoughts are centered on the small, everyday problems of the self. This type of person is inhibited and unadventurous, and values familiarity and comfort in travel. Also sometimes called a dependable or an authentic.
Psychocentric
132
A method of classification or grouping people with similar characteristics together. Psychographic characteristics include values, beliefs, and lifestyle.
Psychographics
